Head of AI-Driven Customer Success & Experience

Base Ltd.; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Base is seeking a hands-on Head of Customer Success & Experience to redesign an AI-first CS organization in the San Francisco Bay Area. You’ll own onboarding, adoption, customer health, and advocacy, working directly with strategic customers.

This senior role reports to the CEO, combines leadership with hands-on customer work, and partners with Product, Engineering, and Revenue to remove friction and scale through product-driven workflows.

Qualifications

• Senior CS leader with a track record in B2B SaaS.
• Experience redesigning onboarding, adoption, and customer health.
• Proven ability to align product, eng, and revenue around outcomes.
• Hands-on with customers and AI/automation initiatives.

Responsibilities

• Own onboarding, adoption, health, and overall customer experience.
• Lead and coach a CS team; partner with Product and Eng.
• Build AI-native workflows to improve efficiency and value.
• Drive strategic executive relationships and renewals.

Skills

CS Leadership

Onboarding & Adoption

AI & Automation

B2B SaaS Experience

Strategic Partnership

Job description

Base is seeking a hands-on Head of Customer Success & Experience to redesign an AI-first CS organization in the San Francisco Bay Area. You’ll own onboarding, adoption, customer health, and advocacy, working directly with strategic customers.

This senior role reports to the CEO, combines leadership with hands-on customer work, and partners with Product, Engineering, and Revenue to remove friction and scale through product-driven workflows.